Ivan Mugalya
Kampala,102
Summary
Dynamic Relationship Manager with a proven track record at Stanbic Bank Uganda, excelling in client retention and revenue growth. Skilled in negotiation and business development, I consistently exceed sales targets while delivering exceptional customer service. My expertise in market research and product knowledge drives successful client presentations and fosters strong relationships.
Overview
18
18
years of professional experience
Work History
Relationship Manager - SME
Bank of Africa Uganda, Kampala
Kampala
01.2025 - Current
- Providing a central (information/ query handling) service point for a portfolio of Tier 2 customers.
- Performing a liaison role between customers and back - office service fulfilment and credit functions.
- Educating clients regarding the parameters and routine procedures governing standard Tier 2 product and service offerings to ensure the correct customer behavior and product usage.
- Explain trade solutions, credit loan facility options and qualifying criteria to customers.
- Cultivate strong client relationships to enhance customer satisfaction and loyalty.
- Coordinated financial product offerings to meet diverse client needs effectively.
- Provide expert advice on banking services to facilitate informed decision-making.
- Manage client portfolios, ensuring compliance with regulatory guidelines and policies.
- Conduct regular reviews of accounts to identify opportunities for growth and improvement.
- Collaborate with cross-functional teams to streamline service delivery processes.
- Deliver training sessions for staff on relationship management best practices.
- Identify customer needs, develop customized solutions, and provide knowledgeable advice.
- Build long-term relationships with lucrative clients by utilizing active listening, effective communication, and dynamic interpersonal skills.
Business Banker – Enterprise Direct (Oil and Gas, Power & Infrastructure Sector)
Stanbic Bank Uganda Limited, Kampala
Kampala
11.2022 - 01.2025
- To provide a proactive enterprise banking (SME) sales and service management function that will retain and grow a portfolio of Tier 2 customers by identifying and implementing value-adding business banking financial product solutions from a range of standard offerings.
- Profitable growth in sales.
- Proactively call customers to explain, promote, and sell a range of appropriate product offerings and solutions that meet the financial needs of small business customers.
- Selling includes acquiring and opening new business accounts.
- Cross-selling additional products and services to existing customers during proactive telephone conversations.
- Identifying sales leads for associate company stakeholders, e.g. Vehicle and Asset Finance; Electronic Banking (Business Online); Trade; Global Markets; etc.
- Mining existing customer data to identify expansion and/or additional business opportunities.
- Timely act on leads received from the campaign activities and customer interactions.
- Use call scripts/guides to ensure a professional sales approach.
- Delivering the telephone sales targets.
- Be knowledgeable about SME banking products offered.
- Action promotional campaigns effectively.
- Re-activating inactive and dormant accounts.
- Market and provide information on Enterprise Banking products to customers.
- Requesting for re-draws of VAF and Trade Finance facility.
- Ensure successful closure of leads handed over to branch based Business Banker Customer Service Quality and Efficiency.
- Providing a central (information/ query handling) service point for a portfolio of Tier 2 customers.
- Performing a liaison role between customers and back - office service fulfilment and credit functions.
- Educating clients regarding the parameters and routine procedures governing standard Tier 2 product and service offerings to ensure the correct customer behavior and product usage.
- Advice given to customers should benefit both the customer and Stanbic Bank.
- Wrong and unprofitable customer behavior should not be encouraged.
- Handle customer telephonic and email queries and complaints.
- Providing superior customer service, as measured by customer feedback, customer satisfaction surveys, and NPS.
- Lending Support
- Explain trade solutions, credit loan facility options, and qualifying criteria to customers.
- Support customers in the completion of credit application information requirements, e.g. Personal balance sheets, cash flow statements, financial statements, management accounts, etc.
- Notify customers regarding the approval of credit loan facilities.
- Engage branch-based BBs and AAs to ensure quick TAT of successful loan applications within the agreed turnaround time of 15 days.
- Compliance with legislation.
- Providing complete disclosure to customers in terms of accreditation, service fees, and commission.
- Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
- Ensure proper record keeping in terms of local financial legislation and regulatory requirements.
- Ensure KYC documentation, regulatory compliance and control is adhered to.
- Ensure up-to-date contact details are recorded for all clients within the portfolio.
- Outline
- Key Responsibilities
- Key Achievements
- Exceeding Sales Targets as year on year i have been able to exceed my sales targets.
- Customer Base Expansion
- Sales Strategy and Innovation
- Leadership and Team Performance
CLIENT ANALYST, Business and Commercial Clients Department
Stanbic Bank Uganda Limited, Kampala
Kampala
04.2021 - 11.2022
- Ensure that the client information is updated in all the relevant information systems.
- Maintain a proficient knowledge of products, services and capabilities across the bank (in all relevant geographies and sectors) by Leveraging research products and Learning Academy offerings.
- Support Client Coverage Managers regarding Client Service Team (CST) Management. This will result in well organized CST meetings with input from and attendance by relevant CST members.
- Outline
Regional Collections Consultant, Credit Department
Stanbic Bank Uganda Limited, Kampala
Kampala
02.2015 - 03.2021
- Effective interface and relationships management with all relevant players within the bank and follow up on accounts that are in arrears.
- Providing both Internal and external customer feedback in reference to the Customers in arrears.
- Effectively supporting compliance to procedures including demand process.
- Maximise the regularisation of accounts in arrears.
- Providing Customer Service to internal and external customers to ensure that queries/issues are resolved expeditiously.
- Outline
Officer Specialized Recoveries (Business and Home loans)
Stanbic Bank Uganda Limited, Kampala
Kampala
03.2013 - 02.2015
- Effective interface and manage relationships with all relevant players within the bank and follow up on accounts that are in arrears.
- Providing both Internal and external customer feedback in reference to the Customers in arrears.
- Effectively supporting compliance to procedures including demand process.
- Maximise the regularisation of accounts in arrears.
- Providing Customer Service to internal and external customers to ensure that queries/issues are resolved expeditiously.
- Outline
Officer Rehabilitation and Recoveries
Stanbic Bank Uganda Limited, Kampala
Kampala
11.2012 - 03.2013
- Calling up clients in arrears and making repayment arrangements.
- Following up on repayment arrangements made by clients.
- Providing feedback both internal and external in reference to clients in arrears.
- Outline
Collection’s Agent (Call center), Credit Department
Stanbic Bank Uganda Limited, Kampala
Kampala
09.2011 - 11.2012
- Calling up clients in arrears and making repayment arrangements.
- Following up on repayment arrangements made by clients.
- Providing feedback both internal and external in reference to clients in arrears.
- Outline
KYC Officer, Finacle Project, Operations Department
Stanbic Bank Uganda Limited, Kampala
Kampala
03.2011 - 08.2011
- Entering correct customer information into the Database.
- Contacting customers and inviting them to the bank to update their information.
- Performing other duties that were assigned to me by the Branch Manager from time to time.
- Outline
Supplies Assistant
MHN MEDITERENEAN SUPPLIERS, Kampala
Kampala
05.2008 - 01.2011
- Following up on customer orders.
- Delivering customer orders.
- Following up on shipment from the various warehouses.
- Outline
Stores Assistant
East African Breweries Limited, Kampala
Kampala
12.2007 - 11.2008
- Ensuring we have the right quantity and quality of materials at a given time required by the various user departments within the organization.
- Supervising the loading and offloading of various deliveries at the stores made by suppliers.
- Placing orders to suppliers whenever need arises.
- Outline
Education
Certificate - Trade Finance
Uganda Banker's Institute
06.2025
Post Graduate Diploma - Project planning and management
Uganda Management Institute
12.2019
Bachelors degree - Procurement and Logistics Management
Kyambogo University
03.2014
Diploma - Procurement and Logistics Management
Kyambogo University
03.2011
Advanced Certificate of Education -
St. Maria GorretI Katende
11.2007
Uganda Certificate of Education -
Lakeside College Luzira
11.2005
Skills
- Target achievement
- Negotiation Skills
- Business development
- Market research
- Networking
- Relationship Management
- Revenue growth
- Client retention
- Product knowledge
- Client presentations
Languages
English, Lunyankole, Luganda, Lugwere, Swahili
References
- Natumanaya, Benjamin, Coordinator DWD, Min of Water and Environment, 0789837847, 0704920255
- James, Junguru, Manager, Business Development, 0772453561, 0758009860, Stanbic Bank Uganda
- Karamagi, Christian, Head SME, 0775636200, Bank of Africa
Hobbies and Interests
Fitness, Public speaking, Travel, Hiking, Fishing, Running
Software
- Microsoft office
- Excel
- Outlook
- Word
- PowerPoint
- Microsoft Teams
Timeline
Relationship Manager - SME
Bank of Africa Uganda, Kampala
01.2025 - Current
Business Banker – Enterprise Direct (Oil and Gas, Power & Infrastructure Sector)
Stanbic Bank Uganda Limited, Kampala
11.2022 - 01.2025
CLIENT ANALYST, Business and Commercial Clients Department
Stanbic Bank Uganda Limited, Kampala
04.2021 - 11.2022
Regional Collections Consultant, Credit Department
Stanbic Bank Uganda Limited, Kampala
02.2015 - 03.2021
Officer Specialized Recoveries (Business and Home loans)
Stanbic Bank Uganda Limited, Kampala
03.2013 - 02.2015
Officer Rehabilitation and Recoveries
Stanbic Bank Uganda Limited, Kampala
11.2012 - 03.2013
Collection’s Agent (Call center), Credit Department
Stanbic Bank Uganda Limited, Kampala
09.2011 - 11.2012
KYC Officer, Finacle Project, Operations Department
Stanbic Bank Uganda Limited, Kampala
03.2011 - 08.2011
Supplies Assistant
MHN MEDITERENEAN SUPPLIERS, Kampala
05.2008 - 01.2011
Stores Assistant
East African Breweries Limited, Kampala
12.2007 - 11.2008
Certificate - Trade Finance
Uganda Banker's Institute
Post Graduate Diploma - Project planning and management
Uganda Management Institute
Bachelors degree - Procurement and Logistics Management
Kyambogo University
Diploma - Procurement and Logistics Management
Kyambogo University
Advanced Certificate of Education -
St. Maria GorretI Katende
Uganda Certificate of Education -
Lakeside College Luzira
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